How do I respond to all of the threads above without being accused of writing War and Peace? I am going to divert from Customer Service 101 and instead of trying to appease a mob, I am going to look you all in the eyes and say, “We have done the right thing, and amongst you, there is a bad actor.”
What you all need to know is that our staff has treated Sally with the utmost respect and has tried to resolve her issues positively at every point of contact with her. I prefer not to spar with a customer, but when her boyfriend Kurt accuses us of having a “POS” warranty before he even attempted any communication with us, I feel compelled to address his accusations head on. To be frank, he is what I would call a pot stirrer. Yes, he posted his “POS” comment before attempting to contact us, and then sends a blind link with no reference to the topic, who the actual customer is, to nothing. I respect honest feedback good or bad, but this Kurt person is feeding you incorrect information and has stirred some of the forum into acting like a mob rather than a community. We all know that the power of the internet is huge, but we all also have an obligation to be responsible users.
It has been suggested to me by both forum writers and associates that we just rollover and let this person take shots at us, but you should know specifically what we have done. For starters, we have done exactly what we said we would do. We contacted Sally (the actual customer) when we received the mat back that she said she did not want. We asked her to confirm that we should replace it with the mat that she wanted at no extra cost. In addition, we gave her an option, since we had read on the internet (it was not communicated directly to us) that her boyfriend had decided to replace her mat with a competitors, we would send her a refund check if she could email us a copy of the receipt. Simple, and we made every effort to communicate that we wanted to fix the problem. We got a positive response from her at 11:49-MST on 18-July confirming that we should send her the replacement mat. Then after we do everything that the customer asked of us and after going an extra mile and offering them additional solutions, Kurt then writes at 23:08-MST that same day that we are, “…still jerking Sally & I around...” How is that appropriate after we did exactly what Sally asked us to do? Let me reiterate, we just sent her a replacement mat and offered to refund her money.
As suggested by one of your forum members, I will take my licks and apologize as a representative of Pacific Outdoor any time that it is deserved, but this pot stirring and mob slamming is not the spirit of the outdoor community I know and love and feel it is highly inappropriate. What happened to etiquette and common courtesy? I wonder if these people still practice those principles on the trail?
Like our gear or don’t like our gear. Fine. Like that we offer jobs to good people or don’t like where we make it, also fine. Want to give us feedback about what we make, very much appreciated. Have a problem with the way you feel you have been treated, then deal with us openly, honestly and directly, don’t beat around the bush and then poke at us from behind a veil. Maybe you think we are a corporate behemoth with no face. We aren’t. We are a close-knit group of folks running an employee owned business that is in the outdoor industry because we love to get outdoors, and wanted to make gear for our friends and people that we want to be out there on the trail with, and it should be known that we treat every interaction this way. If you have a problem with our gear, contact our customer service department firstname.lastname@example.org If you don’t like the way they treat you, then contact me 406/586.5258 email@example.com
As was mentioned in a comment above, the customer is always right; I believe this also, and always defer to giving the customer the benefit of the doubt. I do not however believe that you should assume that buying a $54 product from someone gives you the right to take cheap shots at them. There is a person behind every product, and I expect the same integrity and courtesies from you, as you expect from my staff and me.
Our staff works hard to service our customers and deserves to be defended when they do the right things. We strive to make amazing gear, we operate with integrity at our core, and we will always go the extra mile for our customers. At the end of the day, we hope that you support a company with values and innovation.